Ocular Therapeutix is seeking an Information Technology Analyst with experience in delivering technical and logistical support to a diverse and dynamic environment. Success in this position means supporting the organization’s commercialization, streamlining and implementing service processes, meeting SLAs, and driving continuous improvement. In addition to having a solid technical background, this candidate must have strong communications skills, be able to work with an outsourced Helpdesk department, and have a passion for service.
This role is composed of several distinct elements: IT Service Delivery, Training, and Continuous Improvement. Each segment is discussed below.
IT SERVICE DELIVERY
This is a hands-on technical role. The successful candidate will be responsible for the following:•Providing end user support to multi-site campus
•Ensuring the outsourced helpdesk meets top standards and SLAs
•Promote and maintain the image of the Helpdesk as a personal support group to advance IT as a critical business function
•Deliver dedicated support to the Commercial Operations team and support the organization’s commercialization efforts:
-Act as departmental liaison between IT and Commercial Ops
-Integrating and supporting Commercial business systems
-Management and support of mobile devices for field operatives
-Database administration – MySQL/python scripting experience a plus
With a goal of achieving a first call closure, the successful candidate will need to have a broad set of skills to understand the underlying issues and resolve incidents to the user’s satisfaction. Detailed records of service requests and resolutions must be maintained throughout the support process.
Responsible for conducting new hire orientations and keeping training / reference documents up-to-date
Optimize Helpdesk processes and procedures to increase the efficiency and effectiveness of our end users
•Bachelor’s degree in Information Technology preferred
•5+ years of experience in Information Technology working with an outsourced Helpdesk team
•Must be able to communicate effectively to all levels of management and business units
•Ability to think and work independently to resolve business problems within the organization using established processes, procedures and standards
•Must possess strong technical and problem-solving skills
•Conducts regularly scheduled meetings with the outsourced Helpdesk to ensure timeliness, consistency, and customer satisfaction